Agent, Front Office

Job Summary

The purpose of this position is to run daily activities, reporting and operations of the Front Desk Department (such as check-in, credit limit, check-out, etc.). With experience in a high-quality luxury hotel/resort, the Front Desk Agent will offer the highest level of customer service. Front Desk Agent supports all property operations, ensuring that the highest levels of hospitality and service are provided.

Key Duties and Responsibilities

• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
• Provide information to supervisors, co-workers, by telephone, in written form, e-mail, or in person
• Provide services for customer satisfaction and retention
• Support handling complaints, settling disputes, and resolving grievances and conflicts and reporting to manager, or otherwise negotiating with others
• Provide immediate assistance to guests
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
• Record guest issues in the guest response tracking system
• Always follow LQA Standards related to FD operations
• Focus on guest satisfaction and focus on continuous improvement
• Analyse information and evaluate results in order to choose the best solution and solve problems
• Support day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily
• Ensure compliance with all policies, standards and procedures
• Participate and contribute in the discussion of the work that affects Front Desk department, discuss the ways of service improvement
• Support implementation of the upselling program, communicating and ensuring process
• Proceed with check-ins and check-outs
• Ensure that passports data collected at the check-in and guest registration is done
• Ensure due outs are done in a timely manner
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies
• Provide necessary reports to Finance department when needed
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval
• Ensure compliance with all policies, standards and procedures
• Maximum room occupancy and yield is ensured in line with the standards policy on rates
• Daily check of arrival list, making sure all rooms are assigned according to category booked and guest preferences
• Closed communication is maintained with the Housekeeping department on check-outs, room moves, forecast occupancies
• All charges are correctly entered onto the guest’s folio and that this is always kept up to date
• The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed. Declares any overage or shortage on this report
• To be very meticulous in completing the daily checklist and check that it has been done during shift handover
• To assist with all other duties as assigned

Physical Requirements

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 50 pounds
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.

Benefits

• Medical insurance - 80% of premium paid by employer
• Health Savings Account with $50 employer contribution per pay period
• Dental, vision & life insurance - 100% of premium paid by employer
• 5 weeks of PTO (Paid Time Off)
• 8 paid holidays
• Uniform provided & complimentary laundering
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized housing based on availability
• Discounts at F&B outlets on property
• 14 nights per year at $100/night* at Kerzner Properties worldwide
• Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership